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Contact Center Outsourcing Provider Vector BPO Improves Customer Service with inContact

By Susan J. Campbell, TMCnet Contributing Editor

Contact center outsourcing provider Vector BPO was facing a challenge: the company wanted to move a major part of its outsourcing operations offshore and needed a solution that would provide business continuity for customers just until the set up of new operations was complete in the Philippines.

"We wanted to create an offshore, outsourcing business to offer premier contact services to medium-sized businesses with the same efficiencies and cost benefits that until now only Fortune 1,000 companies have been able to leverage," said Paul Flannery, Vector BPO President and CEO.

After examining the inContact platform, Vector BPO realized that the company offered more than just a "fill the gap" type of solution. After a four-month long thorough investigation of more than 10 companies, inContact was finally selected. According to Flannery, inContact was selected to bridge the gap, but once it was implemented, the company realized they did not need its premise-based technology.

inContact provides Vector BPO with transparency and scalability. inContact reporting provides the contact center outsourcing provider with the ability to see impact versus performance reports and supervisor dashboard. The hosted reports range from floor reports and overview information to drilled-down report cards on individual agents.

Greg Meares, Senior VP of Operations said, "What we pride ourselves on is a strong transparency model, so our clients can view what is going on with their business on a day-to-day basis. inContact gave us that ability to deliver transparent reporting."

In terms of scalability, Flannery noted that it takes more time to get the phone line from the Philippines to the United States than it takes for the inContact solution to scale up or down according to customer needs. The contact center outsourcing provider can now bill clients by the minute, by the hour, by the day, by the month, and any number of different pricing scenarios are available.

Vector BPO was also impressed with the level of support and dedication provided by inContact. Flannery noted that more often than not, a contact center outsourcing provider winds up married to their vendor as the nature of the business means bringing in different kinds of clients with varying needs. To figure out how to fit those needs, the provider must often go back to the technology provider.

The benefits for Vector BPO are many, including a fully-functional, fully-integrated system where everything works together and everything reports together. The solution is easy for the contact center outsourcing provider to use, enabling agents to spend more time training on client products and services in order to serve clients.

Meares summed it up by saying, "And all this means is my team can deliver more for my client's customers. All these things help us focus on what is important - the customer."

To learn more about how inContact improved Vector BPO's operations, click here.